Senior Associate, Service Desk

Job Locations
US-VA-Alexandria

Job ID
2018-1260

Category

Technology

Overview

The Role:

The Senior Service Desk Associate supports and maintains information technologies and processes to meet the needs of SHRM and its affiliates, and plays an integral role in maintaining an agile technology environment for the staff. The position assists with developing and guiding the Service Desk Associates, handles complex and escalated support requests, and leads large scale Service Deks projects.

Supports and maintains all information technology processes to meet the needs of the organization and its affiliates with an emphasis on handling Tier II and escalated ticket resolution.

Liaises with the Network & System Operations team to ensure that tasks, projects and processes align with business objectives.

Creates and maintains documentation and instructions for the staff as it relates to technologies and associated procedures, including but not limited to incidents, on-boarding and off-boarding procedures, internal transfers, staff training.

Acts as a resource to help Service Desk Associates troubleshoot, problem solve and increase their technical knowledge.

Supports the Service Desk Manager in the research, testing, warranty tracking and licensing of hardware and software.

Special projects and additional duties as assigned.

Qualifications

Must Haves:

Bachelors degree in a technology related field such as: Information Technology, Computer Science, or Information Systems

4 years’ of hands-on experience in the support of a multi-user Windows and Mac enterprise environment including 2 years’ of hands-on experience in the support of Audio/Visual equipment in an enterprise environment

Solid understanding of Apple devices and enterprise management of such devices.

Solid understanding of the integration and usability of modern A/V equipment

Ability and desire to build strong customer relationships, and to complete projects and fully resolve issues.

Strong team orientation and customer service focus.

Excellent verbal, written and interpersonal skills.

Let us know if you also have:

6 years’ of hands-on experience in the support of a multi-user Windows and Mac enterprise environment including 4 years’ of hands-on experience in the support of Audio/Visual equipment in an enterprise environment

Ability to translate business requirements into technology requirements and needs.

Ability to translate technical information into business terms for management consideration.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Regularly required to sit; talk and hear, use hands to type, file, handle or feel. The employee is frequently required to reach with hands and arms. Occasionally required to stand; walk and stoop, kneel, crouch, or crawl. Visual acuity to use a keyboard, prepare and analyze data and figures; transcribing, viewing a computer terminal; extensive reading. May require ordinary ambulatory skills sufficient to visit other locations; or the ability to stand, walk, lift, carry and move light to medium weight. Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate equipment and learn technical information. Moderate lifting is required. Exerting up to 50 pounds of force occasionally, and/or up to 30 pounds of force frequently, and/or up to 10 pounds of force to constantly move objects.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work is regularly performed in a professional office environment and routinely uses standard office equipment.

This job requires occasional travel 0-10%.

The Society for Human Resource Management is an equal opportunity employer (Minority/Female/Disabled/Veteran).

ACCESSIBILITY NOTICE: If you need a reasonable accommodation for any part of the employment process due to a physical or mental disability, please send an email to: accessibility@shrm.org or TDD (703) 548-6990.